Customer Services Performance Coach - Fixed Term Contract - 12 months

Toyota Financial Services (UK) PLC; Epsom; Hybrid; GBP 30,000 - 55,000; Full time

Job description

Grade 4 - Implementation of project activity or provision of specialist advice within a given policy framework as either technical/operational specialist or team leader

A Bit About The Department

The L&D team within People and Culture supports the competence, growth, and career development of the people in our business. Whether it's their first day or their 30th+ year, we are here to assist them in getting the development required to maximise both their and the business needs.

The role in a nutshell

Delivering coaching and training to customer-facing colleagues to enable them to provide exceptional customer outcomes and ensure our customers get the very best experience.

What You'll Be Doing

1. Deliver live side-by-side coaching to customer-facing colleagues within a busy contact centre environment, with demonstrable, tangible business outcomes.
2. Provide clear and effective feedback to front-line operations colleagues.
3. Support front-line operations with the embedding process of new staff, fresh out of induction training, taking their first live calls.
4. Design and deliver operational, regulatory training to all areas of the business.
5. Conduct call listening and identify areas for development to support colleagues in becoming competent and drive positive outcomes with customers.
6. Maintain coaching records and results for audit purposes.
7. Coach front-line operations managers on necessary areas of development such as soft skills, regulatory knowledge, and changes.
8. Build and present MI data to mid-level & senior management team succinctly and concisely.
9. Build strong relationships with senior stakeholders in driving performance within front-line operations.

How You Could Stretch This Role

1. Take a proactive approach in improving L&D Operational Training processes.
2. Work with the Training & Competence Manager in developing and implementing the wider coaching strategy for the business and external providers.
3. Own the Coaching Framework for Operations with a view to continually improve coaching processes.

What You'll Get To Own

1. A portfolio of customer-facing colleagues and their performance.
2. The coaching end-to-end process from request through to evaluation.
3. Coaching MI data streams and packs.

Requirements

Key Experience and Skills

Essential:

• Minimum of 2 years experience delivering coaching in a contact centre environment with demonstrable results.
• Experience of delivering operational, regulatory training within an FCA regulated environment.
• Experience in building and leading operational training programs to support the embedding period of learning for inducted staff.
• Able to communicate and flex with a wide variety of communication styles.
• Able to deliver feedback clearly and effectively. Strong understanding of FCA regulation, including Consumer Duty, BiFD, Vulnerability, etc.
• An understanding of coaching governance and assurance frameworks.
• Experience with manipulating data to provide good quality insights.

Desirable:

• Experience coaching operational roles in the vehicle finance industry.
• Experience conducting Quality Assurance in a contact centre.
• Experience of managing a team as a Line Manager.
• Experience delivering coaching and managing operational training programs for outsourced contact centre partnerships.

Attributes & Behaviours

• Able to actively listen attentively with strong attention to detail.
• Well-organised with the ability to manage high workloads in a dynamic, fast-paced operation.
• Analytical and methodically minded with the ability to interpret data from a variety of streams.

Benefits

At Toyota Financial Services (TFS), we incorporate our People Promise and Employee Experience as a key strategic pillar to support talent attraction and retention. We offer a range of benefits, including:

• Hybrid working pattern: 2 days in the office and 3 days from a location of your choice.
• Access to attractive car schemes for you (& your family) for up to 4 Toyota & Lexus cars from day one.
• Excellent pension scheme (up to 6% employee contribution and 15% employer contribution).
• Generous annual leave of 25 days, increasing with service, with options to buy additional days.
• Private Medical Healthcare with Digital GP Service.
• Group Income Protection cover with Aviva, including physical, mental, and financial wellbeing services.
• Employee Assistance Program, & Eye tests.
• Onsite gym, Sports and Social Club, & flu jabs.
• Cycle to Work Scheme.
• Wellbeing hour each month and initiatives to promote health, diversity, equity, and inclusion.
• Dress for your day policy.
• Eco HQ, free parking & restaurant.
• Two volunteering days per year.
• Reward gateway voucher discounts.
• Flexible working scheme and open to discussions at interview.
• Enhanced Maternity, Adoption, Paternity Pay and Leave from day one.
• Regular 121s, quarterly personal development reviews, and succession planning.
• Learning & development opportunities.
• £250 contribution towards learning outside of work.
• Annual events and celebrations.

Our Recruitment process

We value everyone and are a Disability Confident Employer. We support disabled applicants throughout the process. Please indicate if you require adjustments or support during recruitment, such as:

• Providing interview questions beforehand.
• Organising suitable times and locations.
• Allowing additional assessment time.

We may use one-way video interviews. The process includes 1st and 2nd round interviews via Teams or face-to-face, with possible role play in the second stage.